Speech recognition interface for voice actuation of legacy systems

ABSTRACT

Methods and apparatus are disclosed for a technician to access a systems interface to back-end legacy systems by voice input commands to a speech recognition module. Generally, a user logs a computer into a systems interface which permits access to back-end legacy systems. Preferably, the systems interface includes a first server with middleware for managing the protocol interface. Preferably, the systems interface includes a second server for receiving requests and generating legacy transactions. After the computer is logged-on, a request for voice input is made. A speech recognition module is launched or otherwise activated. The user inputs voice commands that are processed to convert them to commands and text that can be recognized by the client software. The client software formats the requests and forwards them to the systems interface in order to retrieve the requested information.

PRIORITY INFORMATION

This application is continuation of U.S. patent application Ser. No.09/892,664, filed Jun. 28, 2001, the contents of which is incorporatedherein by reference in its entirety.

FIELD OF THE INVENTION

The present invention relates generally to the field oftelecommunications dispatching and, more particularly, to methods andapparatus for providing a user-friendly input to a systems interface tolegacy systems.

BACKGROUND OF THE INVENTION

Telecommunications technicians, such as so-called “Installation andMaintenance” (I&M) technicians, may visit customer sites to install newequipment, set up new services, or to service existing equipment orservices. Frequently, I&M technicians need certain information stored onback-end legacy systems to perform a job order. The legacy systems mayinclude dispatch, facilities, and billing systems. The legacy systemsmay store information such as job assignment, facility assignment,network testing functions, maintenance processes, and customer-specificinformation.

A typical telephone company, for example, can have a number of suchback-end legacy systems that I&M technicians may need to access toperform job orders. These legacy systems can include, for example, aloop facility assignment control system, a loop maintenance operationssystem, a computer system for mainframe operations, a mechanized looptesting system, a secure network element contract server, a mechanizedtime reporting system, and a work activity statistical sampling plansystem. Other back-end legacy and non-legacy systems may exist.

According to a previous approach, technicians could access someinformation from certain legacy systems using a gateway. For example,BellSouth's I&M technicians use the BellSouth Craft Access System (CAS)gateway. However, access using the gateway had significant limitations.The access was dial-up, meaning that the technician often had to tie upa customer's phone line. Additionally, logging-in and accessing datausing CAS was a slow, laborious process. For example, CAS access wassometimes provided via Computer Access Terminals (CATs) using a slow 1.2kbps connection. Because of the drawbacks of CAS, such as its slowspeed, the provision of services by I&M technicians was suboptimalbecause of delays and impediments to getting the information necessaryto complete a job order. In addition, CAS was very difficult to improve.The platform did not lend itself to creating new capabilities due tolimited memory and low processor speed.

Moreover, I&M technicians often have poor or suboptimal keyboard skills.Technicians seeking information from legacy system interfaces such asCAS sometimes make mistakes in entering their requests into a computerkeyboard. These mistakes can generate user errors that may result in theretrieval of incorrect information or that may result in the delayedretrieval of the correct information. Such user errors can increase theamount of time it takes I&M technicians to complete their job orders.This can increase costs and lead to customer dissatisfaction.

SUMMARY OF THE INVENTION

The subject matter presented herein is generally directed to a systemand method for permitting a user, such as a technician, to accessinformation stored on back-end legacy systems that substantiallyobviates one or more of the problems due to the limitations anddisadvantages of the prior art.

In an embodiment, a user logs a computer onto a systems interface whichpermits access to back-end legacy systems. The computer is runningclient software to access the systems interface. Preferably, the clientsoftware is application-specific software such as the “TECHNET clientapplication.” Preferably, the systems interface includes a first serverwith middleware for managing the protocol interface. Preferably, thesystems interface includes a second server for receiving requests andgenerating legacy transactions. Preferably, the systems interfaceresponds to the log-on attempt by presenting an introductory home page,such as a “TECHNET home page.” After the computer is logged-on, arequest for voice input is made. Preferably, the request results from atechnician selecting an icon or engaging a software button on the homepage. In response to the request for voice input, a voice recognitionmodule is launched or otherwise activated.

For a system intended to be used by a technician operated entirely byvoice, after the power switch is turned on, voice commands such as, forexample, “Start Technet”, “login BYNKC2F” (common user ID), “password123abc,” can be used to logon and get to Technet home page.

The user inputs voice commands that are processed to select operationsand to complete data fields recognized by the client software. Theclient software formats the requests and forwards them to the systemsinterface in order to retrieve the requested information.

The advantages of the present invention are numerous. For example, theinvention can permit a user, such as a technician, to remotely accessinformation from back-end legacy systems using a voice input to asystems interface instead of making entries on a keyboard. The voiceinput to the computer can be made over a wireline or over a wirelesscommunications network. Using a voice input to the systems interface canreduce difficulties arising from keyboard entry errors. Using a voiceinput can also free up the technician to tend to other tasks and therebyimprove his efficiency. Using a voice input can reduce costs and improvecustomer satisfaction.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 is a schematic block diagram of a system for allowing users toaccess information from back-end legacy systems according to anembodiment of the invention.

FIG. 2 is a schematic block diagram of a system for allowing users toaccess information from back-end legacy systems according to anembodiment of the invention.

FIG. 3 is a schematic diagram of the software configuration of acomputer used in accordance with an embodiment of the invention.

FIG. 4 is a flow diagram of a method for allowing a user to retrieveinformation from a back-end legacy system using a voice input accordingto an embodiment of the invention.

DETAILED DESCRIPTION OF THE INVENTION

FIG. 1 is a schematic block diagram of an exemplary system for allowinga user, such as a technician, to access information from back-end legacysystems according to an embodiment of the invention. The system of FIG.1 includes computer 100, communications network 120, systems interface130, and back-end legacy systems 140.

Computer 100 is a computer used by a technician or other service personin order to access information from back-end legacy systems 140. As usedherein, “computer” is used in the broadest sense of the term. A“computer” may be a microcomputer, minicomputer, laptop, personal dataassistant, cellular phone, two-way pager, processor, or any computerizeddevice capable of transmitting and receiving data over a shared network.Preferably, computer 100 is a ruggedized laptop computer.

Computer 100 remotely accesses systems interface 130 throughcommunications network 120. Communications network 120 may be anycommunications network that permits a remote computer to access a remoteserver. Communications network 120 could be a wireline network, wirelessor cellular network, satellite network, and so forth. Preferably,communications network 120 is a Public Switched Telephone Network(PSTN). For example, communications network 120 can be BellSouthCommunications Network (BSCN). Alternatively, communications network 120can be a wireless communications network such as Cingular WirelessNetwork.

Systems interface 130 provides a systems interface between remote (andpreferably portable, e.g., a ruggedized laptop computer) computers 100seeking data from back-end legacy systems 140. Legacy systems 140 aregenerally mainframe-type computer systems that maintain data for acompany. According to an embodiment, legacy systems 140 may include oneor more of the following systems: a loop facility assignment controlsystem; a loop maintenance operations system; a computer system formainframe operations; a mechanized loop testing system; a secure networkelement contract server; a mechanized time reporting system; and a workactivity statistical sampling plan.

The general operation of the system of FIG. 1 is as follows. A user ofcomputer 100, such as a technician, logs onto systems interface 130 overcommunications network 120. The computer is running client software thatincludes a client graphical user interface (GUI) to interface withsystems interface 130. After the log-on, systems interface 130 permitscomputer 100 to submit requests for information from legacy systems 140.The user can submit the requests either by keyboard entry of inputs tothe client GUI or by speech inputs to a voice recognition module. Afterreceiving the requests, systems interface 130 processes the requests,generates legacy transactions, receives information from legacy systems140, and transmits the information back to computer 100.

FIG. 2 is a schematic block diagram of an exemplary preferred system forallowing technicians to access information from legacy systems accordingto an embodiment of the invention. The system of FIG. 2 includes audioinput device 280, computer 200, modem 220, communications network 230,at least one protocol server 240, at least one transaction server 250,firewall 260, and legacy systems 270. Protocol server 240, transactionserver 250, and firewall 260 can be collectively referred to as systeminterface 210.

In accordance with FIG. 2, computer 200 accesses legacy systems 270 viaa systems interface including protocol servers 240 and transactionservers 250 protected by firewall 260. Generally, protocol servers 240provide a protocol and middleware interface between computer 200 andtransaction server 250. Protocol servers 240 may receive requests forinformation or other messages from computer 200; route requests ormessages to transaction server 250; receive responsive information fromtransaction server 250; and route responsive information back tocomputer 200.

Generally, transaction servers 250 provide an interface to back-endlegacy systems 270 so that responsive information can be retrieved.Transaction servers 250 may service requests, generate legacytransactions in response to those requests, and receive responsiveinformation to be forwarded back to protocol servers 240.

The preferred systems interface (e.g., elements 240, 250 and 260 of FIG.2) is disclosed in the copending, commonly owned, U.S. patentapplication Ser. No. 09/343,815, entitled “Systems and Methods forUtilizing a Communications Network for Providing Mobile Users Access toLegacy Systems (hereinafter, referred to as “the '815 application”),filed on Jun. 30, 1999, the entirety of which is hereby incorporated byreference. The preferred systems interface is described in theaforementioned application in connection with the disclosed “TECHNET”system.

In particular, the preferred protocol servers 240 are disclosed in the'815 application as the “protocol servers,” which may include anyassociated hardware and/or software disclosed in connection therewith.The preferred transaction servers 250 are disclosed in the '815application as the “TechNet servers,” which may include any associatedhardware and/or software disclosed in connection therewith.

Protocol server 240 and transaction server 250 are depicted in FIG. 2 asseparate servers for purposes of clarity and illustration. Theoperations performed by protocol server 240 and transaction server 250could easily be combined and performed on a single server. On the otherhand, the operations performed by protocol server 240 and transactionserver 250 could easily be further subdivided and performed onadditional servers. It should also be understood that the term “server”is intended to encompass variations such as processor, microprocessor,computer, minicomputer, microcomputer, and so forth.

Audio input device 280 is a device for receiving voice input or otheraudio input into computer 200. Preferably, audio input device 280 is amicrophone that is integrated into computer 200. According to anembodiment, audio input device 280 is a commercially availablemicrophone designed for speech recognition applications, such as amicrophone made by Andrea Electronics, Shure Brothers, SSCS, Inc.,Telex, Labtec, Norcom Electronics, or VXI Corp. Other commerciallyavailable microphones could be used.

Computer 200 is a remote and preferably portable computer used by atechnician. Computer 200 may be any of the devices discussed above forcomputer 100 (FIG. 1). Additionally, computer 200 of FIG. 2 of theinstant application may comprise the “TECHNET client PC” disclosed inthe '815 application, including any associated hardware and/or softwaredisclosed in connection therewith. Computer 200 may include a memory forstoring certain software discussed below. The memory can be internal orexternal. The memory can include any means for storing software,including a hard disk, an optical disk, floppy disk, ROM (read onlymemory), RAM (random access memory), PROM (programmable ROM), EEPROM(extended erasable PROM), and so forth.

Communications network 230 may be a wireline communications network,preferably a PSTN. Alternatively, or in addition, communications network230 may be a wireless or cellular communications network.

Generally, modem 220 and communications network 230 can supporttransmission rates in the range of about 2-56 kilobits per second,depending on whether the communications link is a wireline link or awireless link.

Legacy systems 270 is similar to and include any of the variationsdiscussed in connection with legacy systems 140 of FIG. 1.

The general operation of the preferred system of FIG. 2 is nowdescribed. A user (e.g., a technician) of computer 200 dials up orotherwise contacts protocol servers 240 via modem 220 and communicationsnetwork 230. Technician may log in via protocol server 240 totransaction server 250 using a user name and other data, such as apassword and/or primary host group address.

Computer 200 can run a client application for accessing the systemsinterface. Preferably, the computer is running the client applicationdisclosed in the '815 application as the “TECHNET client application.”The client application includes a client graphical user interface (GUI)layer that provides the user interface for receiving requests forinformation from the user, displaying information retrieved from theback-end systems, and other user interface tasks.

Upon log-on, a primary screen or primary home page may be presented tothe user of computer 200 by the client GUI. Preferably, this primaryhome page is a “TECHNET home page” that presents various options forrequesting information (referred to herein as “operations”) from legacysystems. A technician may make the requests by keyboard entry of inputsto the client GUI. For example, the technician may select a particularoperation (e.g., “Retrieve Client Account Information”) using a mouse orlike pointing device. The technician may then type in the informationfor a client (e.g., name, address, phone number, account number, and/orsocial security number, etc.) into client GUI-provided data fields. Theclient software formats the inputs into requests that are forwarded tothe systems interface in order to retrieve the desired information.Other requests for information from the various legacy systems 270 canbe initiated by typing in the appropriate information.

Alternatively, the user can opt to make the requests by voice input.After the computer is logged-on, the user makes a request for voiceinput. Preferably, the request for voice input is made by a technicianspeaking to the computer to start the application. When the PC is turnedon, a speech recognition application is launched or otherwise activated.The user inputs speech commands into audio input device 280 that areprocessed by the voice recognition application in order to selectparticular operations and to complete the data fields for thoseoperations. The speech recognition application and the client softwareare integrated so that voice input selection of a particular operationresults in that operation being selected by the client GUI. The twosoftware applications are also integrated so that voice input ofinformation (for the selected operation) is used to complete the datafields presented by the client GUI. As before, the client softwareformats the inputs into requests that are forwarded to the systemsinterface in order to retrieve the desired information.

FIG. 3 is a schematic diagram of an exemplary software configuration ofa computer used in accordance with an embodiment. To explain andillustrate, FIG. 3 is discussed in connection with structure shown inFIG. 2. However, the software configuration of FIG. 3 is not to beconsidered as limited to or constrained by the structure of FIG. 2 orany other structure.

In the embodiment of FIG. 3, computer 200 is programmed with speechrecognition module 305, client application 310, and operating system320.

Operating system 320 may be a conventional operating system program. Oneexample of suitable operating system is Microsoft Windows 98. Operatingsystem 320 may be any of the other operating systems disclosed in the'815 application.

Client application 310 is the software application that runs on computer200 to permit the access to legacy systems (e.g., the legacy systems 270of FIG. 2) via the systems interface (e.g., protocol servers 240 andtransaction servers 250 of FIG. 2). Generally, client application 310recognizes user requests, formats the requests, sends requests to thesystems interface, receives retrieved information, and processesretrieved information so that it can be displayed to the user.Preferably, client application 310 is the TechNet client applicationdisclosed in the '815 application. Client application 310 may includes aclient GUI layer for managing the user-to-computer interface. Clientapplication 310 may include a communications layer for allowing clientapplication 310 to interact with the systems interface. Preferably, theclient GUI layer is the TechNet GUI layer and the communications layeris the TechNet communications layer, both disclosed in the '815application.

Speech recognition module 305 is the speech recognition softwareapplication that runs on computer 200 in order permit the user topresent voice input requests to voice input device 280 (FIG. 2). Speechrecognition module 305 is capable of performing STT (speech-to-text)operations that translate spoken words into text or other characters orcommands. When activated, speech recognition module 305 is capable ofrecognizing voice inputs for selecting operations and/or for inputtinginformation to complete data fields.

For example, a home page displayed to a user by the client GUI maypresent options for several operations (e.g., “Get a Job,” “RetrieveClient Account Information,” and so forth). Speech recognition module305 is programmed to recognize verbal utterances of these operations,which are translated into a command that selects the correspondingoperation in much the same way as if the user had selected the operationwith a pointing device.

For example, after selecting a particular operation (e.g., “RetrieveClient Account Information”), the client GUI may present a page withdata fields to be completed. Speech recognition module 305 is programmedto translate verbal inputs into text that is used to complete these datafields.

According to one embodiment, speech recognition module 305 has a seriesof submodules or subcomponents tailored to the various pages that may bepresented by the client GUI. For example, the client GUI may be adaptedto present a home page presenting several operations, as well as aseries of linked pages corresponding to each operation. Speechrecognition module 305 may tailor its speech recognition processingaccording to the active/page presented by the client GUI. For example,there may be a separate vocabulary accessed by voice recognition module305 for each of the pages.

Design and coding of voice recognition module 305 is well within theskill of the ordinary artisan. Currently, a number of speech recognitionsoftware applications are commercially available. Such a commerciallyavailable application could be programmed or modified or adapted toperform the specific speech recognition operations of the presentinvention.

Commercially available speech recognition applications include thosesold by United Research Labs (e.g., VOICEACTION), Dragon Systems (e.g.,NATURALLYSPEAKING and DRAGONDICTATE), IBM (VIAVOICE, Natural LanguageUnderstanding, voice-enabled forms technology see Lernout & Hauspie(e.g., Voice Xpress), Phillips Speech Processing (e.g., FREESPEECH98),Verbex Voice Systems (e.g., Listen for Windows). Preferably, voicerecognition module 305 is based on the Nuance 7.0 product sold by NuanceCommunications of Menlo Park, Calif. The suite of Nuance productsincludes API interfaces for various programming languages to enable thedevelopment of voice-driven applications. Alternatively, voicerecognition module 305 can be coded as a custom application.

FIG. 4 is a flow diagram of a method for allowing a user to retrieveinformation from a back-end legacy system using a voice input accordingto an embodiment of the invention. To explain and illustrate theinvention, FIG. 4 is discussed in connection with structure from FIG. 2and the software configuration of FIG. 3. However, the method of FIG. 4is not to be considered as limited to or constrained by the structure ofFIG. 2 or the software configuration of FIG. 3 or any otherstructure/software configuration.

In step 405 the user logs onto the systems interface. For example, atechnician using computer 200 (FIG. 2) may attempt a log-on via protocolserver 240 (FIG. 2).

In step 410, a speech recognition application is launched or otherwiseactivated. For example, the voice recognition application can belaunched as part of the computer start-up process. Alternatively, thespeech recognition module 305 of FIG. 3 may be activated by a user whenneeded. If the speech recognition software is started at computerstartup, the user is able to start the TechNet application as well asusing speech recognition capabilities to input and receive data fromTechNet application. For example, to get from one field to a next field,the user can say “TAB” to move the cursor to the next field. Similarly,to input data, the user can say “Enter” and then data will be entered.To go to a new screen or to move to a new page in the application, theuser can say, for example, “Go To” and then state the page he wishes togo to. For example, the user can say “Cosmos Inquiry” to go to a pagefor searches.

In step 415, voice inputs are received. For example, speech recognitionmodule 305 (FIG. 3) may receive voice inputs based on a technicianspeaking into voice input device 280 (FIG. 2).

In step 420, the voice inputs are converted to a request that can beprocessed by the systems interface. Step 420 may comprise speechrecognition module 305 processing the voice inputs in order to correlateor interpret them in accordance with a client GUI. As discussed abovefor FIG. 3, a client GUI may present options for operations and/or datafields corresponding to an operation. According to step 420, speechrecognition module 305 processes the voice inputs (e.g., by accessing astored vocabulary) to select operations and to complete data fields.When all information necessary for a request has been received by theclient application, the request is formatted so that it is ready fortransmission to the systems interface.

In step 425, the request is sent to the systems interface (e.g.,protocol server 240 and transaction server 250 of FIG. 2).

In step 430, the requested data is received. For example, the requesteddata may be received at the client application 310 (FIG. 3) of computer200 (FIG. 2). Preferably, the requested data is received via the TechNetcommunications layer and formatted for display by the TechNet GUI layer.

In step 435, the received data is displayed on the GUI.

In step 440, the user may ask for a voice readout of the received data.

The foregoing disclosure of the preferred embodiments of the presentinvention has been presented for purposes of illustration anddescription. It is not intended to be exhaustive or to limit theinvention to the precise forms disclosed. Many variations andmodifications of the embodiments described herein will be obvious to oneof ordinary skill in the art in light of the above disclosure. The scopeof the invention is to be defined only by the claims appended hereto,and by their equivalents.

Further, in describing representative embodiments of the presentinvention, the specification may have presented the method and/orprocess of the present invention as a particular sequence of steps.However, to the extent that the method or process does not rely on theparticular order of steps set forth herein, the method or process shouldnot be limited to the particular sequence of steps described. As one ofordinary skill in the art would appreciate, other sequences of steps maybe possible. Therefore, the particular order of the steps set forth inthe specification should not be construed as limitations on the claims.In addition, the claims directed to the method and/or process of thepresent invention should not be limited to the performance of theirsteps in the order written, and one skilled in the art can readilyappreciate that the sequences may be varied and still remain within thespirit and scope of the present invention.

1. A systems interface for remote access of legacy systems, the systemsinterface performing steps comprising: receiving a multimodal requestfrom a user to perform a transaction, the multimodal request includinginput to navigate to a search page, retrieve client account information,and navigate among a plurality of data fields, wherein an input devicerecognizes a speech portion of the multimodal request with arequest-specific vocabulary; identifying at least one legacy system withwhich performing the transaction requires communication; establishing aconnection with the identified at least one legacy system; translatingthe multimodal request to a format compatible with the identified atleast one legacy system; and submitting the translated multimodalrequest to the at least one legacy system.
 2. The systems interface ofclaim 1, wherein the connection with the identified at least one legacysystem is over a wireless communications network.
 3. The systemsinterface of claim 1, wherein the connection with the identified atleast one legacy system is over a wireline communications network.
 4. Amethod for remote access of legacy systems, the method causing acomputing device to perform steps comprising: receiving a multimodalrequest from a user to perform a transaction, the multimodal requestincluding input to navigate to a search page, retrieve client accountinformation, and navigate among a plurality of data fields, wherein aninput device recognizes a speech portion of the multimodal request witha request-specific vocabulary; identifying at least one legacy systemwith which performing the transaction requires communication;establishing a connection with the identified at least one legacysystem; translating the multimodal request to a format compatible withthe identified at least one legacy system; and submitting the translatedmultimodal request to the at least one legacy system.
 5. The method ofclaim 1, wherein the connection with the identified at least one legacysystem is over a wireless communications network.
 6. The method of claim1, wherein the connection with the identified at least one legacy systemis over a wireline communications network.
 7. A computer-readablestorage medium storing instructions which, when executed by a computingdevice, cause the computing device to interface with remote access oflegacy systems, the instructions comprising: receiving a multimodalrequest from a user to perform a transaction, the multimodal requestincluding input to navigate to a search page, retrieve client accountinformation, and navigate among a plurality of data fields, wherein aninput device recognizes a speech portion of the multimodal request witha request-specific vocabulary; identifying at least one legacy systemwith which performing the transaction requires communication;establishing a connection with the identified at least one legacysystem; translating the multimodal request to a format compatible withthe identified at least one legacy system; and submitting the translatedmultimodal request to the at least one legacy system.
 8. Thecomputer-readable storage medium of claim 1, wherein the connection withthe identified at least one legacy system is over a wirelesscommunications network.
 9. The computer-readable storage medium of claim1, wherein the connection with the identified at least one legacy systemis over a wireline communications network.